¡°Distinguishing service quality andCustomer satisfaction : the voice of theConsumer¡±
Vol . 4 ( 3 )[1995]
https://news.joins.com/article/23458645, 2019.
[2019]
http://www.bosa.co.kr/news/articleView.html?idxno=2088889, 2018. 중앙일보, “ ‘간병인에게 돈을 주는 을’ 환자 보호자들도 불만”, 게시일 2019. 05. 04(검색일 2019. 07. 26).
[2088]
``Coping with uncertainty : A naturalistic decision-making analysis '' ,
Vol . 69 ( 2 )[1997]
Trust in organizations ''
[1996]
Trust , uncertainty , and profit ''
Vol . 21 ( 3 )[1992]
Total Quality Management in Human Service Organizations ''
[1993]
The determinants of service quality : satisfiers and dissatisfiers
Vol . 6 ( 5 )[1995]
The concept of social care and the analysis of contemporary welfare states
Vol . 51 ( 2 )[2000]
The com mitment-trust theory of relationship marketing
Vol . 58 ( 3 )[1994]
Straining for shared meaning in organization science : Problems of trust and distrust
Vol . 23 ( 3 )[1998]
Statistically-based tests for the number of common factors
[1980]
Servqual : A multiple-item scale for measuringConsumer perc.
Vol . 64 ( 1 )[1988]
SERVPERF versus SERVQUAL : reconciling performance-based and perceptions-minus-expectations measurement of service quality
Vol . 58 ( 1 ) ,[1994]
Reconceptualizing the determinants of risk behavior
Vol . 17 ( 1 )[1992]
R.C. , and B. H. Booms , The marketing aspects of service quality ''
Vol . 65 ( 4 )[1983]
R. M. , and T. R. Tyler , Whither trust ''
Vol . 1 ( 15 )[1996]
Quality on the line ''
Vol . 61[1983]
Psychological Models of the Justice Motive : Antecedents of Distributive and Procedural Justice
Vol . 67 ( 5 )[1994]
Organizations with trust : Theory and measurement ''
[1993]
Moving forward in service quality research : Measuring differentCustomer-expectation levels ,Comparing alternative scales , and examining the performance-behavioral intentions link ''
[1994]
Measurement and evaluation of satisfaction processes inretail settings
Vol . 57[1981]
Linking Service Quality ,Customer Satisfaction , and Behavioral Intentions ''
Vol . 9 ( 4 )[1989]
L. L. , and P. Bromiley , `` The Organizational Trust Inventory ( OTI ) : development and validation '' , Trust in Organizations : Frontiers of Theory and Research
[1996]
J. J. , and S. A. Taylor , `` Measuring service quality : a reexamination and extension ''
Vol . 56 ( 3 )[1992]
J. H. , and F. D. Schoorman , `` An integrative model of organizational trust ''
Vol . 20 ( 3 )[1995]
J. F. , and P. C. Blackwell , `` Consumer Behavior ''
[1982]
Influences on Exchange Processes : Buyers Preconceptions of a Sellers Trustworthiness and Bargaining Toughness ''
Vol . 11 ( 4 )[1985]
Evaluating service encounters ; the effects of physical surroundings and employee responses
Vol . 54 ( 2 )[1990]
Encounter satisfaction versus overall satisfaction versus quality , ” Service quality : New directions in theory and practice
Vol . 34 ( 2 )[1994]
Consumer dissatisfaction : The effect of disconfirmed expectancy on perceived product performance
Vol . 10 ( 1 )[1973]
Competing on the Eight Dimensions of Quality
Vol . 65[1987]
Can We Trust ? Trust : Making and Breaking Cooperative Relations
Chapter 13[2000]
Assessing the Dimensionality and Structure of the Consumption Experience : Evaluation , Feeling , and Satisfaction
Vol . 20 ( 3 )[1993]
An analysis of shopper dissatisfaction for major household appliances
Vol . 15 ( 3 )[1978]
An Examination of the Nature of Trust in Buyer-Seller Relationships.
Vol . 61 ( 2 )[1997]
A. , and J. N. Sheth , The theory of buyer behavior ''
[1969]
A cognitive model of the antecedents and consequences of satisfaction decisions
Vol . 17 ( 4 )[1980]
A Social Psychological Model for Synthetic Actors ,
No . KSL 97-07[1998]
A Service Quality Model and Its Marketing Implications
Vol . 18 ( 4 )[1984]
A National Customer Satisfaction Barometer : The Swedish Experience
Vol . 56 ( 1 )[1992]
A Conceptual Model of Service Quality and Its Implications for Future Research